doesa qantas react to complaints?

Old Nov 15, 11, 1:15 pm
  #1  
Original Poster
 
Join Date: Jan 2007
Location: lincs, uk
Programs: EK Silver, , ba exec club gold. Thai Air Silver, SPG - Gold.Etihad gold
Posts: 200
doesa qantas react to complaints?

My wife and I checked in at t3 for the QF10 on 12 october 2011 at about 1830. We were travelling to Sydney in business class. The second leg was a codeshare with BA 15 (qf320)
We were directed to the checkin machines and with no assistance spent almost 15 minutes trying to obtain boarding cards. Eventually, we received correct cards for the first leg from LHR to SYD.
We then went to the Qantas bag drop and asked for our second leg boarding cards. These showed me in business class and my wife in economy. Three times I referred the checkin lady to our printed itinerary which showed we were both in business class for all legs. She merely said that we should speak to our travel agent since the computer showed my wife had only paid for an economy seat. I asked who else we could speak to and was to told speak to our travel agent.
By this time my wife who is 71 was upset at the thought of being separated in different cabins. She is not a confident flyer.
After considering our options, we turned to BA for help. They spotted the problem in1 minute. There were 4 W*****s on the same flight including two mrs J W*****s. BA Spent 10 minutes sorting the problem. By this time we were both exhausted.
As a frequent flyer, I expect when travelling in a premium cabin to be through checkin in under 10 minutes. With Qantas, on this occasion it took 45 traumatic minutes.
I asked on board the first qantas leg to singapore for a comments card to be told that comments or complaints can only be submitted by email. however, the cabin services manager listened to our story and said she would include our complaint in her report.
on arrival at sydney, I emailed qantas and received an automated acknowledgement and then nothing. four weeks later, just as we were leaving sydney for home I re-sent my complaint to qantas. again apart from an automated response, the silence is deafening.
I realise that qantas has been through a turbulent few weeks but I am left feeling ignored and nmot worthy of any form of answer.
although on this trip I saved a few pounds by booking through qantas rather than BA, I will not repeat this.
colcol is offline  
Old Nov 15, 11, 2:26 pm
  #2  
 
Join Date: Oct 2010
Location: NSW
Programs: QF P1 + LTG VA Plat, AA nothing, HH Diamond, Hyatt Diamond
Posts: 676
This sounds like a pretty dreadful experience and I cannot understand why Qantas wouldn't respond to your complaint. The emails to customer service are often erratically answered and I agree that it is just not good enough. I haven't dealt much with the business check in at LHR recently but have always found the F check in staff to be OK. Qantas has a mailing address for head office :
Customer Care
Qantas Airways Limited
Level 5 -Building A
203 Coward St
Mascot NSW 2020
There is also a fax number :
+61 2 8222 4700
I would hope that they would respond to one of these channels of communication.
Good luck
Princess fiona is offline  
Old Nov 15, 11, 3:53 pm
  #3  
FlyerTalk Evangelist
 
Join Date: Mar 2001
Location: SDF
Programs: former Olympic Airways Gold (yeah - still proud of that!)
Posts: 13,862
sorry to hear your story.

poor other Mrs J W**** - who would have thought, briefly, she had been upgraded to business class on the SIN-SYD leg!!
LHR/MEL/Europe FF is offline  
Old Nov 15, 11, 5:42 pm
  #4  
FlyerTalk Evangelist
 
Join Date: Apr 2001
Location: MEL CHC
Posts: 16,265
Originally Posted by colcol View Post
....We then went to the Qantas bag drop and asked for our second leg boarding cards. These showed me in business class and my wife in economy. Three times I referred the checkin lady to our printed itinerary which showed we were both in business class for all legs...
Reads as if when 2nd sector boarding card was issued, the person manually pulled up the other Mrs J W****s. She may not have checked the PNR but only the name. People make mistakes.
Mwenenzi is offline  
Old Nov 15, 11, 6:28 pm
  #5  
 
Join Date: May 1998
Location: australia
Posts: 5,163
Originally Posted by Mwenenzi View Post
People make mistakes.
Indeed they do and I doubt very much that colcol would have bothered complaining to QF or posting here if the issue had been that people make mistakes. Making no attempt at all to identify and rectify your mistakes and telling a customer to sort it out themselves seems to be the issue here.
3544quebec is offline  
Old Nov 16, 11, 3:28 am
  #6  
 
Join Date: Feb 2006
Location: NUE,MUC,INN,FDH
Programs: QF (WP, LTG), LH (SEN** till 02/20), AB-G, AF, AA
Posts: 2,030
QF Customer Relation is usually quite good - compared to other airlines. They may are in an overload, because of the industrial actions.

Other airlines usually take 6 to 8 weeks for a response. QF has done that usually in 2 weeks. So you just maybe patient.

On the other hand: What do you expect? I had quite bad checkin experiences in SYD. The only thing I received was an Email with "SORRY" written on top. On the other hand, the setup at SYD improved a bit (from what I can see).
Tyrolean is offline  
Old Nov 16, 11, 4:59 am
  #7  
 
Join Date: Oct 2009
Location: Sydney, Australia
Programs: Qantas WP, LTG , Delta, SPG, Priority Club
Posts: 303
Sounds like an unusual situation. IMHO, just keep emailing qantas customer service till you get a reply. It can be hit and miss but once you connect with a real live person, they are ok.
theassassin is offline  
Old Nov 16, 11, 7:49 pm
  #8  
 
Join Date: Feb 2001
Programs: IHG Plat, Hilton Gold, Accor Gold, Marriott Silver
Posts: 4,037
Originally Posted by colcol View Post
four weeks later, just as we were leaving sydney for home I re-sent my complaint to qantas. again apart from an automated response, the silence is deafening.
Easiest option would have been to phone them, as they are in Sydney. Having to phone long-distance is a pain.
Kremmen is offline  

Thread Tools
Search this Thread
Search Engine: